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Tracking with Amazon Buy Shipping Shows Delivery But Claim Denied
We had a customer claim they never received a purchase but tracking clearly shows it was delivered to their address and we used Amazon Buy Shipping Services. The package was shipped same day and delivered in two days on/before the estimated delivery date.
Amazon did not count the transaction against our Order Defect Rate (ODR) because they stated that tracking shows the item was delivered to the buyer's address, but they're not refunding us the value of the transaction.
I don't understand why Amazon clearly states tracking indicates delivery but then won't refund us here. We've appealed the A to Z Claim but are being automatically denied.
The customer lives in the same city as us but it's a different zip code. How can we help Amazon understand that the package was delivered to the customer's address and not returned back to us?
38 replies
Seller_Hi7wbO2Kbo6bl
Don't try to tell Amazon anything about the package.
Just appeal quoting the buy-shipping "guarantee" terms, which include Amazon funding the refund to buyer.
Seller_AXC06kcsKI1qG
Here's the wording:
A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Found Here: https://sellercentral.amazon.com/help/hub/reference/G200202220?
SEAmod
Hello @Seller_K27VrjslrhjPO
I want to recognize @Seller_Hi7wbO2Kbo6bland @Seller_AXC06kcsKI1qGfor joining this discussion. I am trying to understand the issue. See my assessment below.
The reason Amazon is not refunding the seller is because the buyer said they did not receive the package. The ODR score is not impacted because there is no way to know what happened to the package.
The sale was between the OP seller and the buyer. Amazon wasn't a party to the transaction so why would Amazon compensate the seller for a product that didn't get to the buyer?
I welcome your discussion. Susan
Seller_AXC06kcsKI1qG
When tracking shows delivered doesn't Amazon cover the INR claim when using AMAZON BUY SHIPPING?
So your saying...
if you use Buy Shipping and the tracking shows delivered, then the customer opens an A-to-Z claim, that there is no protection?@SEAmod
Seller_AXC06kcsKI1qG
Did Amazon fund the A-to-Z claim or does it say Seller Funded?
If Amazon Funded are you wanting Amazon to refund the customer AND TO refund you for your item?
Seller_J46Ruz3VzvWCV
I see some confusion here and would like some clarity.
Were you charged for the A-z claim OR did Amazon pay it?
Assuming that you funded it ... and that the below is true ...
Then yes, Amazon should fund it.
Here's a link to a post with a sample letter for your A-z Claim Appeal - https://sellercentral.amazon.com/seller-forums/discussions/t/57000f7c-c03b-4dea-88a9-46d2a500cbbc?postId=b1dbfddd-9bf3-468d-90ae-1791f5b408e7
I'll mention this from the wording of the policy quoted by @Seller_AXC06kcsKI1qG.
A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time,
"Ship on time" - Also requires a scan "on time."
Notice this example. The initial part is just the printing of the label, even though it says "Carrier picked up the package."
The top line is the actual first "scan" because I chose to drop off after hours.
In this case I actually am not covered for an A-z, is one is initiated, because I was suppose to ship by the 9th.
Seller_XjolGGpui9INo
Remember with Buy Shipping through Amazon, it doesn't matter if you shipped it the same day, it matters when USPS scans the shipment. We found out the hard way that our Postal Person was not scanning the packages when they were picking them up from our office. So packages that were shipped the same day, may not be scanned for several days, eliminating our Buy Shipping through Amazon guarantee. We talked with the carrier and now all packages are scanned when they are picked up from our office via USPS.
Seller_1oT4ZOwrSByEE
they do not reimburse anything now, they give everyone back their money that files a claim, regardless if it is an i didnt get it, or a returnless return. Either way you are paying, amazon and the buyer win.
Seller_wnc1pjYEF5ZqF
A-to-z Guarantee claims: If you purchase Amazon's Buy Shipping and ship on time, you are protected against claims where a customer reports problems with delivery. Amazon will cover the cost of these claims and they will not affect your Order Defect Rate.
Seller_ZRl2jImJfnYfJ
There's a reason why Susan isn't responding to her initial post. She knows she's wrong, but she doesn't want any text from a MOD stating Amazon made a mistake. Make it right and own the fact that your original post was not accurate. The people will respect you more for it. @SEAmod
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